FAQs

What features and services does Cellox Valley's Online Banking provide?

Online Banking functionality includes:

• Detailed account statements for your online accounts.
• Perform immediate, future, and recurring transfers online between your accounts.
• Perform immediate, future, and recurring Bill Payments online from your accounts.
• Download your information into personal financial management software such as Quicken or Money.
• Place and inquire on Stop payments.
• Order Checks online.
• Enable eStatements to add the ability to view, print, and save account statements through online banking.

What is the difference between my eStatement and my paper statement?

Your eStatement is an electronic version of the paper statement that you now receive via postal mail or snail mail. The difference is that you can now view your account statement online as soon as it is available.

What program is needed to view eStatements?

eStatements are in PDF format, so the program you will need to use is Adobe^® Reader. You may also save the PDF file or print a copy of your eStatement.

How do I view my eStatement in Online Banking?

You may view your eStatement by clicking the eStatement or preference tabs.

Is there a fee for eStatements?

There is no fee to receive eStatements.

Will I still be able to see images of my checks?

Yes, you will still be able to view your individual check images online in the Account Summary page.

How long are my statements available?

eStatements will be available for viewing online for 18 months of statement history.

How will I know when my eStatement is available online?

You will receive an e-mail when your eStatement is available. To update your preferences under the email section. Type in your new email address and press "submit" to update your information.

Can I request to no longer receive paper statements?

Yes. When you choose to receive eStatements, you will no longer receive paper statements by postal mail. You either receive your statements by eStatement or through paper. You cannot elect to receive both.

How does Bill Pay work?

You can pay anyone in the United States that you would normally pay by check or automatic debit, even if you do not receive bills from the company or person you want to pay.

• You can pay all of your bills at the Payment Center. You can also see a summary of your recent and pending payments.
• You can receive some of your bills online in Bill Pay. You can view and pay these bills at the payment center.
• You can set up automatic payments to pay your electronic bills or to automatically schedule payments of a set amount at regular intervals.
• You can review your bills and payments for the past 18 months.

How much does Bill Pay cost?

Bill Pay is a free service.*

Expedited payments:

• Electronic $9.95
• Check $14.95
  
  *Other fees still apply.

How do I enroll in Bill Pay?

• From your Online Banking account, click on the QuickPay Zone tab.
• Follow the instructions provided to automatically enroll.
• After agreeing to all the terms and conditions, you will be taken to the payment center where you can select other options at the top of the page, like Add a Bill and My Profile.

How can I get help with my Bill Pay?

Simply click the Help option at the top right of the Bill Pay window.

How do I sign onto my new account?

You can sign up for Online Banking by clicking on the "First Time User" link on the Online Banking login page and then following the directions listed on the Web pages.

What should I do if I forget my password?

If you forget your password, you can click the "Forgot Password" link on the online banking login page.

• You will receive an e-mail with your password.
• Once you log in you will be prompted to change your password.

Alternatively, you can contact an Online Banking customer service representative, who can reset your account password after you answer your Secret Question.

Which browser should I use?

For optimal results, you should use Internet Explorer version 11.0 or higher running on Windows.

How do I remove an account from Online Banking?

You cannot delete access to any of your accounts held at Cellox Valley Bank. All of your accounts with Cellox Valley will be displayed.

How do I terminate the use of this service?

If you wish to terminate your access to your personal accounts with Cellox Valley, please contact usat info@eastrustbk.com.

How secure is banking online?

Online Banking is safer than most credit card transactions because online banking uses several layers of security. The Online Banking data resides behind a firewall that is protected from unauthorized entry. In addition, all sensitive data is encrypted in the data warehouse and sessions are protected by your password and the security built into your browser.

Who do I contact if I have questions regarding security or privacy?

You can either review Cellox Valley's online Security and Privacy Policy or contact a customer service representative with specific questions.

Is my account data safe?

Yes, Online Banking uses advanced security technology to ensure that your account data is protected. All sensitive account data is encrypted when it is stored in the online banking data warehouse, as well as when it is sent to your Web browser. Your Online Banking sessions also are password protected, so that your account cannot be accessed without your password.

How does Online Banking protect my User ID and password?

Online Banking stores and transmits your sensitive account information in an encrypted format. Additionally, online banking stores your aggregated data in a secure environment behind a firewall.

What is the most current information on temporary FDIC insurance coverage for transaction accounts?

Beginning January 1, 2013, all of a depositor's accounts at an insured depository institution, including all noninterest-bearing transaction accounts, will be insured by the FDIC up to the standard maximum deposit insurance amount of $250,000.00 for each deposit insurance ownership category.

Is Mobile Banking secure?

Mobile Banking employs industry best practices with regards to security. It has been assessed against industry security criteria by a number of independent system security experts.

Is my personal or financial information stored on my phone?

No. Mobile Banking does not save any files with personal or financial information on your mobile device. That information stays strictly within online banking. Some phones (e.g., BlackBerry, Android) have logo and branding files that are copied to the mobile device. Those files do not contain any personally identifiable information.

Which accounts can I access using Mobile Banking?

You can access any account you have set up in online banking. You select which accounts you want to access using Mobile Banking during the enrollment process.

How current is the account and transaction information?

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. Pending transactions do not display.

Can I add more than one mobile phone?

Yes. You can enroll several mobile devices for Mobile Banking. To add a new phone, complete the Mobile Banking Enrollment section.

What if my phone number changes?

If your mobile phone number changes, simply update your mobile phone number in Mobile Banking. To update the mobile phone number, complete the How to Change a Phone Number section.

What if my phone is lost or stolen?

If your mobile device is lost or stolen, no one can access your account without knowing your password and, in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking. To deactivate your mobile device, complete the How to Deactivate or Stop Using a Mobile Device section.

How do I stop using Mobile Banking on my phone?

To stop using Mobile Banking on your mobile device, complete the How to Deactivate or Stop Using a Mobile Device section.

Which phones can I use for Mobile Banking?

Hundreds of models are supported including these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson. Phones on a number of different operating systems are supported including, but not limited, to Android, BlackBerry, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo.

Which mobile service carriers support Mobile Banking?

Mobile Banking works on all major mobile service carriers in the U.S.: AT&T, Sprint, T-Mobile ®, U.S. Cellular®, and Verizon Wireless. Mobile Banking also works on a number of the smaller service carriers, including, but not limited to, Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA.

I have a prepaid plan, can I use Mobile Banking?

Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes. T-Mobile prepaid does not support short codes.